Regional Operations Coordinator

About the role

Remote position. Primarily work from home. New York Residence is highly preferred. Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery, to name a few. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users and allow them to focus their resources on projects that are strategic to their organization's business plan. We are seeking a highly motivated and experienced Regional Operations Coordinator. As a Regional Operations Coordinator, you will be responsible for ensuring our clients' satisfaction and success by delivering exceptional service and building strong relationships. The ideal candidate will possess a technical background and have 2-5 years of relevant experience in a similar role. Technical experience is mandatory.

Responsibilities

• Serve as the operational liaison between clients, Magna5 Customer Success Managers, and helpdesk leads to ensure timely resolution and a seamless client experience.
• Manage procurement of hardware, software, and licensing for assigned clients, including quoting, ordering, and tracking through delivery
• Understand clients' business objectives and develop a deep understanding of their technical requirements.
• Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services.
• Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients.
• Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services.
• Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience.
• Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings.
• Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams.
• Stay up to date with industry trends and advancements, and share knowledge and insights with clients to help them stay ahead of the curve.
• Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company.

Additional tasks

• Billing review: Review of monthly service billing for accuracy of work types, covered services, travel; Review of No Charge entries to ensure we are capturing billable time correctly; Review of minimal time entries such as email replies and adjust billable terms if needed
• Client Services: General liaison for clients - inquiries, escalations, hardware orders; For assigned clients and House accounts function as modified CSM.
• Quotes (eshop and Salesforce)
• Renewals: Hardware, M365, Contracts
• Pre-sales Projects
• Field Services Scheduling: Contracted visits; Projects; Service/incident requests
• Renewals Hardware - i.e. Firewalls, server hardware, switches, APs; MS365 - license renewals, audits and adjustments
• Receivables: Weekly meetings with the accounting team; Client outreach - Phone and email; Datarails review and revisions

Qualifications

• 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider.
• Strong technical background with a solid understanding of IT infrastructure, networks, and systems.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Proven track record of managing client relationships and delivering exceptional customer service.
• Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues.
• Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Bachelor's degree in a relevant field is preferred.

Benefits

• 100% remote position
• Paid Time Off including paid holidays and float holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities